A Support And Maintenance Agreement is essential when establishing a formal arrangement for ongoing technical or operational support services. This agreement, governed by English and Welsh law, is commonly used in technology, infrastructure, and equipment maintenance contexts. It outlines service levels, response times, maintenance schedules, and support procedures, ensuring both parties understand their obligations and rights. The document typically includes pricing structures, performance metrics, and dispute resolution mechanisms, making it crucial for managing long-term service relationships.
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1. Parties: Identification and details of contracting parties
2. Background: Context and purpose of the agreement
3. Definitions: Key terms used throughout the agreement
4. Services: Detailed description of support and maintenance services
5. Service Levels: Performance standards and metrics
6. Fees and Payment: Pricing, payment terms, and invoicing
7. Term and Termination: Duration and termination provisions
8. Obligations of the Parties: Rights and responsibilities of each party
1. Data Protection: Required if personal data is processed as part of the services
2. Disaster Recovery: Procedures for system failures and recovery, required for critical systems maintenance
3. Training: Training provisions for client staff when training services are included
4. Change Control: Procedures for changing service scope, recommended for complex or long-term agreements
1. Service Level Agreement (SLA): Detailed service levels and performance metrics
2. Fee Schedule: Detailed breakdown of fees and charges
3. Support Procedures: Detailed support processes and escalation procedures
4. Maintenance Schedule: Planned maintenance windows and procedures
5. Contact Details: Key personnel and emergency contacts
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